Four settings decide what your clients and their staff actually experience. Each one is quick, and each is much more work to fix once several clients depend on it.

Saving any of them needs global or master administrator access. The cards appear for everybody and only refuse at the point of saving.

Order matters here for one reason. The support mailbox affects the most people, including your clients’ own staff, and it is the one most often left unset.

Nothing warns you that it is unset. The consequence only shows up when somebody needs help.

Set the four

1. Open Settings.
2. Under Email & Notifications, set the address in Support mailbox, then select Save mailbox.
3. Still under Email & Notifications, choose what Avvi emails in What to send, then select Save notifications.
4. Under AI Agent, turn on Enable multi-tenant AI access in Multi-tenant access, then select Apply AI settings. Skip this only if you will never manage a client other than your own organisation.
5. Under Users & Roles, create at least one access group and give it multi-tenant access.

Each card saves separately and its own button is the one that counts. Changing two cards and selecting one button loses the other change.

Good to know

The support mailbox is the address that receives escalations from your clients’ staff, and it also receives the daily summary. Leaving it blank silently disables both.

Turning the send switch off and saving clears the address as well, so it is not a way to pause mail temporarily.

Turning on multi-tenant access without creating an access group changes nothing for anybody. Both are required, and the group is the step people skip.

Verify it worked

Reload Settings and confirm each value is still what you set. A value that reverted means a save button was missed.

Ask Avvi, from a real client, to send a request to your support team. The message should arrive in the mailbox you set.

If something doesn’t look right

If a control is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the control works and saving fails, Avvi replies “Master admin access required”. That is the same permission problem, reported when you save rather than before.

If a setting reverts on reload, the change was made in one card and saved in another. Repeat it and use that card’s own save button.

If nothing arrives in the support mailbox, check that the switch for sending support email is on. The address alone is not enough.

If administrators are refused on a client, check the access group rather than the organisation switch. The group is the more common cause.

If none of that explains it, open a support conversation from the Help drawer. Include which setting you changed and what you expected to happen.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Who do I ask to get access?

A: Any administrator with full access in Avvi. Tell them which setting you were trying to reach and what you needed to change.

Q: Can I do this after adding clients?

A: Yes, but a client’s staff have no escalation route until the support mailbox is set, and nothing tells you they tried.

Q: Which of the four matters most?

A: The support mailbox. It affects your clients’ own users and fails silently.

Q: Do I need multi-tenant access to manage my own organisation?

A: No. Your own organisation and the practice client work without it.